Best Help Desk Software in 2025: Top 20 Tools in The Market

Help desk software is one of your most important investments as a service-focused organization. A solid ITSM strategy must be backed up by a robust tool to provide high-quality IT support.

With years of experience in IT Service Management, we’ve seen firsthand what works, what doesn’t, and what organizations should prioritize when selecting a Service Desk solution.

In this guide, we’ll break down the 20 best help desk software options for 2025, plus explore the key factors you should consider to make the best decision for your business.

2- Freshservice

Freshservice is an ITSM solution from Freshworks designed for mid-size organizations. It features a clean interface with standard Incident, Problem, and Change Management capabilities delivered through cloud-based implementation. Freshworks also offers Freshdesk, their customer service-focused product, which differs from Freshservice in its emphasis on external customer support rather than internal IT processes.

Freshservice features

• AI-powered automation for ticketing
• Change and release management
• Customizable reporting and dashboards

Freshservice pros and cons

Pros:

• Intuitive interface and easy setup
• Affordable for mid-sized businesses
• Strong automation and AI capabilities 

Cons:

• Limited customization options compared to enterprise-grade solutions
• Some features require higher-tier plans

Freshservice pricing details

It offers 3 subscription levels with published price, the prices with annual billing are:

• Starter: $19 per agent, per month.
• Growth: $49 per agent, per month.
• Pro: $99 per agent, per month.

The fourth tier, Enterprise, requires a quote.

Freshservice user reviews and ratings

• Gartner Peer Reviews score: 4.2
• G2 score: 4.6

"FreshService has streamlined our Service Management with its intuitive interface and customizable features. The licensing costs are relatively high which may pose a challenge for a small team/organisation."

User review from Gartner, Vice President of Technology

3- ServiceNow

ServiceNow is an enterprise-level ITSM platform that has expanded into a comprehensive business automation system. Deployed via cloud, it excels at complex enterprise environments requiring extensive customization and workflow automation. While widely adopted across industries, ServiceNow implementations typically require significant investment in specialized resources and ongoing maintenance. 

ServiceNow features

• ITIL-compliant ITSM functionalities.
• AI-driven automation for Incident and Change Management.
• Customizable workflows and dashboards.
• Extensive third-party integrations.

ServiceNow pros and cons

Pros:

• Highly customizable and scalable.
• Strong automation.
• Comprehensive reporting and analytics.

Cons:

• Complex setup and steep learning curve.
• High licensing costs.

ServiceNow pricing details

Pricing is quote-based and varies depending on modules and company size.

ServiceNow user reviews and ratings

• Gartner Peer Reviews score: 4.3
• G2 score: 4.3

"What I dig most about ServiceNow IT Service Management is how it streamlines everything. It's like having a super organized command center for all IT stuff. From tracking issues to managing requests, it's all in one place, making my job way easier. One downside of ServiceNow IT Service Management could be its complexity. Sometimes it feels like you need a manual just to navigate through it all. Also, setting it up initially can be a bit of a hassle, especially for smaller teams. "

User review from G2, Technical Support Specialist

4- Jira Service Management

Jira Service Management is Atlassian's ITSM solution built on their popular Jira platform. It offers strong integration with development tools and excels in environments where IT and development teams work closely together. Available as cloud, on-premise, or data center deployment options, it's particularly effective for organizations already using Atlassian products.

Jira Service Management features

• Integration with Jira software development tools.
• Customizable request forms and automation rules.
• SLA management with escalation paths.
• Knowledge base with contextual article suggestions.

Jira Service Management pros and cons

Pros:

• Strong integration with Atlassian products
• Agile-friendly Service Management
• Affordable compared to enterprise ITSM solutions

Cons:

• Limited out-of-the-box ITIL compliance
• Requires additional configuration for full ITSM capabilities

Jira Service Management pricing details

Offers tiered subscription plans based on the number of agents.

• Free: Free for up to three agents.
• Standard: $19 per agent, per month.
• Premium: $48 per agent, per month.

Starting with 201 agents, you can contact the sales team to access the quote for the Enterprise plan.

Jira Service Management user reviews and ratings

• Gartner Peer Reviews score: 4.5
• G2 score: 4.2

"The ticketing system has a very clear categorization of issues, which helps in banking environments where organization and traceability is key. There are automation features for repetitive tasks, saving a lot of time for a lot of people. You can tell that it's really an added capability compared to the rest of the Atlassian suite. It does work great, but lacks a few options when building your service request project."

User review from Gartner, Product Lead

5- Zendesk

Zendesk is primarily a customer relationship management (CRM) and customer service platform known for its user-friendly interface and scalability. While it offers some IT Service Management (ITSM) capabilities, its core strength lies in customer support rather than comprehensive ITSM functionality. It offers cloud-based deployment and integrates with various business tools, making it suitable for organizations of all sizes.

Zendesk features

• Multi-channel support (email, chat, social media, and voice).
• Self-service portal with a knowledge base.
• Customizable workflows.
• Robust API for custom development.

Zendesk pros and cons

Pros:

• Strong integration ecosystem
• Scalable for both small and large businesses
• Excellent customer support capabilities

Cons:

• Higher-tier plans can be expensive
• Limited advanced ITSM functionalities
• Some advanced customizations require technical expertise
• Reporting capabilities may need supplementation for complex needs

Zendesk pricing details

Pricing starts at $19 per agent per month for its most basic Support Team plan. Their all-in-one suite plans follow this structure:

• Suite Team: $55/agent/month (multichannel support, standard bots)
• Suite Growth: $89/agent/month (adds SLAs, multi-language support)
• Suite Professional: $115/agent/month (customizable reporting, HIPAA compliance)
• Suite Enterprise: Custom pricing for advanced features

Zendesk user reviews and ratings

• Gartner Peer Reviews score: 4.4
• G2 score: 4.3

"Plenty of connectors. Simple concepts, mostly. Widely used so I can find suggestions online. It does the job, but it's clunky and hard to configure. While it has sufficient connectors (email, Twitter, etc), there's a lot of manual work to be done to configure rules and triggers, and we're always confused about how they interact with each other."

User review from Gartner, CTO

6- ManageEngine

ManageEngine ServiceDesk Plus is an ITSM suite from Zoho Corporation that offers flexible deployment options, including cloud, on-premise, and MSP editions. It offers extensive customization options and a strong Asset Management module.

ManageEngine features

• ITIL-aligned service desk functionalities.
• Asset and inventory management.
• Workflow automation for ticketing.
• Extensive third-party integrations.

ManageEngine pros and cons

Pros:

• Affordable for mid-sized businesses
• Strong ITSM and Asset Management integration 

Cons:

• Interface can feel outdated
• Steeper learning curve for advanced features

ManageEngine pricing details

Pricing varies based on the edition (Service Desk Plus or MSP) and number of agents.

• Standard: Starts at $10 per technician per month
• Professional: Starts at $20 per technician per month
• Enterprise: Starts at $50 per technician per month

Additional add-ons are available for the Standard and Professional tiers.

ManageEngine user reviews and ratings

• Gartner Peer Reviews score: 4.4
• G2 score: 4.2

"I like that ServiceDesk Plus is easy to use and navigate. It has helped streamline our IT Service Management processes and improved our overall efficiency. ManageEngine ServiceDesk Plus can be limiting for complex automations and customizations, making it less suitable for highly specialized needs."

User review from G2

7- SysAid

SysAid takes a pragmatic approach to ITSM with functionality that includes built-in remote control tools and password reset automation. The platform serves mid-market organizations with a balance of features and usability, though its interface design is more functional than elegant. SysAid's configuration options are extensive but often require technical knowledge to implement effectively.

SysAid features

• Built-in remote control functionality for technical support.
• Asset tracking and inventory management.
• Self-service portal and knowledge base.
• Customizable dashboards and reporting tools.

SysAid pros and cons

Pros:

• Integrated Asset Management
• Customizable workflows
• Affordable for SMBs 

Cons:

• User interface feels outdated
• Limited advanced ITSM features

SysAid pricing details

Pricing is not disclosed; you need to contact the SysAid sales team for a quote based on your business needs.

SysAid user reviews and ratings

• Gartner Peer Reviews score: 4.6
• G2 score: 4.5

"The best thing I like about SysAid is its functionality to integrate with email and trigger workflows based on Status changes and more. It really helps to connect with the users easily and also when assigning for UAT testing etc. The best thing I like about SysAid is its functionality to integrate with email and trigger workflows based on Status changes and more. It really helps to connect with the users easily and also when assigning for UAT testing, etc."

User Review from G2, IT Manager

8- Ivanti Neurons for ITSM

Ivanti Neurons for ITSM is a service desk solution designed to automate and streamline service delivery. The platform emphasizes automation and security integration, particularly for organizations managing complex endpoint environments. Its licensing structure can be complicated, sometimes making total implementation costs difficult to predict without detailed analysis.

Ivanti Neurons for ITSM features

• Self-healing capabilities for endpoint issues.
• Integrated security vulnerability management.
• Workflow automation with visual designer.
• Multi-channel support.

Ivanti Neurons pros and cons

Pros:

• Strong AI and automation capabilities.
• Flexible deployment options (cloud, hybrid, on-premise).
• Scalable for enterprises with complex IT needs.

Cons:

• Steep learning curve for new users.
• High cost for smaller businesses.

Ivanti Neurons pricing details

Pricing is customized based on deployment type, number of users, and required features. Organizations need to contact Ivanti for a quote.

Ivanti Neurons user reviews and ratings

• Gartner Peer Reviews score: 4.2
• G2 score: 3.9

"For me, the main point about the product is that you get a solid foundation with the "standard content" the vendor delivers but you have the ability to customize that in an easy way.  Even though the software is seeing some substantial development recently after having bought Cherwell Service Management, the solution still feels a bit dated in the admin and analyst part."

User review from G2

9- Halo ITSM

Halo ITSM is an all-in-one service desk designed for businesses of all sizes. It provides a fully customizable interface and supports cloud-based and on-premise deployments.The platform focuses on flexibility and customization without requiring coding knowledge.

Halo ITSM features

• Customizable forms and workflows.
• Self-service portal with knowledge base integration
• Custom dashboards

Halo ITSM pros and cons

Pros:

• Highly customizable interface.
• Strong integration capabilities.
• Competitive pricing for SMBs.

Cons:

• Requires time to configure properly.
• Limited community and third-party resources.

Halo ITSM pricing details

HaloITSM does not publicly disclose detailed pricing on its website. Pricing varies based on user count and feature selection. Halo ITSM offers both subscription and perpetual licensing options.

Halo ITSM user reviews and ratings

• Gartner Peer Reviews score: 4.5
• G2 score: 4.8

"My overall experience with HaloITSM overall has been positive. Ease of use and effective ticketing in the platform has both increased our IT Service Management effectiveness and efficiency. Setup and configuration sometimes includes a lengthy and complex process with high difficulty. There have been occasional syncing issues between platforms and when utilised in integration, workflows can become compromised."

User review from Gartner, Technical Analyst

10- SolarWinds Service Desk

SolarWinds Service Desk emerged from a company primarily known for network management tools. The platform offers straightforward ticketing functionality with strong asset discovery when integrated with other SolarWinds products. 

SolarWinds Service Desk features

• Configurable service catalog with approval workflows
• Native knowledge base with suggested article functionality
• Risk assessment tools for Change Management

SolarWinds Service Desk pros and cons

Pros:

• Strong Asset Management features.
• Easy to deploy and use.
• Scalable for growing businesses.

Cons:

• Limited on-premise deployment options.
• Some features locked behind higher pricing tiers.

SolarWinds Service Desk pricing details

There are three pricing tiers for SolarWinds Service Desk.

• Essentials: $39 per month / per technician
• Advanced: $79 per month per technician
• Premier: $99 per month / per technician

SolarWinds Service Desk user reviews and ratings

Users appreciate its ease of use and asset management but note limitations in customization. 

• Gartner Peer Reviews score: 4.4
• G2 score: 4.3

"The portal is easy for end-users to navigate. It had options for email drop boxes, which made emailing tickets in to certain group easy. The ticket view was simple and easy to navigate. There isn't much in the way of customization. No options for automation. Service requests could be built out a little more."

User review from Gartner, IT Support Specialist

11- TeamDynamix

TeamDynamix offers combined ITSM and project portfolio management (PPM) in a single platform, primarily targeted at higher education, healthcare, and public sector organizations. Cloud-deployed, it specializes in helping resource-constrained organizations manage both break-fix support and strategic IT initiatives within a unified system.

TeamDynamix features

• Combined ITSM and project portfolio management.
• Resource allocation across operational and project work.
• Enterprise service portal with knowledge management.
• Multi-tenant support.

TeamDynamix pros and cons

Pros:

• No-code approach simplifies customization.
• Strong project management capabilities.
• Supports both cloud and on-premise deployments.

Cons:

• Higher price point compared to some competitors.
• UI may feel outdated compared to modern platforms.

TeamDynamix pricing details

Pricing is available upon request and varies based on features and deployment options.

TeamDynamix user reviews and ratings

• Gartner Peer Reviews score: 4.6
• G2 score: 4.2

"It's been a very positive experience. The vendor is responsive, the system performs well, and is flexible enough at the right price point to give us the value we need. It is not as fully customizable as more complex/expensive tools. Customizable forms do not permit a full range of graphic design options. There are some aspects of the system that are not yet accessible via the API."

User review from Gartner, IT Manager

12- SymphonyAI

SymphonyAI is an AI-powered IT Service Management (ITSM) and Enterprise Service Management (ESM) platform that focuses on predictive analytics, automation, and intelligent workflows to improve service efficiency. It caters to large enterprises looking for AI-driven insights in IT operations.

SymphonyAI features

• AI-powered analytics for predictive service insights.
• Automated incident categorization and routing.
• Natural language processing for Knowledge Management.

SymphonyAI pros and cons

Pros:

• Advanced AI capabilities improve efficiency.
• Strong predictive analytics for proactive IT support.
• Scalable for large enterprises.

Cons:

• High learning curve.
• Pricing may be expensive for smaller businesses.

SymphonyAI pricing details

Pricing is customized based on enterprise needs. You must contact SymphonyAI for a quote.

SymphonyAI user reviews and ratings

• Gartner Peer Reviews score: 4.4
• G2 score: 4.6

"It is very convenient to follow-up and track data. The system is very user friendly and easy to access. It has a User-friendly interface and it large amounts of information can be stored on the same portal. Sometimes it feels like there are too many steps involved for a small task. And any improvisations on the portal brings in unidentified bugs which majorly impact the task being performed."

User review from Gartner, HR Executive

13- Zoho Desk

Zoho Desk is a customer service platform with ITSM capabilities that integrates seamlessly within the broader Zoho ecosystem. Cloud-based with an emphasis on context-aware help desk functionality, it particularly excels at customer-facing support operations. Its pricing model and usability appeal to small and medium businesses already using other Zoho applications.

Zoho Desk features

• Context-aware help desk with customer history.
• Time-tracking and SLA management.
• Customizable ticket views and automation rules.
• Integration with Zoho's business application suite.

Zoho Desk pros and cons

Pros:

• Affordable pricing with scalable plans.
• AI-driven automation for efficiency.
• Strong multi-channel support.

Cons:

• Advanced features locked behind higher-tier plans.
• Customization options can be complex for new users.

Zoho Desk pricing details

These are the pricing tiers for Zoho Desk (billed annually)

• Standard Plan: $14 per agent per month.
• Professional Plan: $23 per agent per month.
• Enterprise Plan: $40 per agent per month.
• Ultimate Plan: $52 per agent per month.

They also offer a free plan with a limit of 3 agents.

Zoho Desk user reviews and ratings

• Gartner Peer Reviews score: 4.5
• G2 score: 4.4

"This software offers a seamless, intuitive experience for managing support. I really like the multi-channel ticketing system, automation features and robust reporting tools that make handling inquiries efficient. It has a steep learning curve, particularly with advanced customisations and automation. The lower tier plans offer limited reporting and fewer features, which is not ideal for growing businesses."

User review from Gartner, Accounts Assistant

14- BMC Helix

BMC Helix (evolved from BMC Remedy) is enterprise-grade and available in cloud and hybrid deployments. It offers extensive customization options and robust process automation. Known for its comprehensive approach to ITIL processes, it's suitable for large enterprises with complex Service Management needs but requires significant investment.

BMC Helix features

• Multi-cloud management.
• IT asset and Configuration Management.
• Incident and Change Management.
• AI-driven automation.

BMC Helix pros and cons

Pros:

• Comprehensive ITIL process support with mature workflows
• Strong automation capabilities
• Deep configuration options for enterprise environments

Cons:

• Higher total cost of ownership compared to mid-market solutions
• Resource-intensive implementation and maintenance
• Steep learning curve for end users and administrators

BMC Helix pricing details

Pricing is based on deployment type and feature selection. Organizations must contact BMC for a quote.

BMC Helix user reviews and ratings

• Gartner Peer Reviews score: 4.3
• G2 score: 3.7

"It's a very powerful solution, we can do everything we want but it is not very intuitive to implement, we have to do things in many different places, it has evolved a lot since last versions, but it has a lot to improve."

User review from Gartner, VP IT

15- EasyVista Service Manager

EasyVista is a cloud-based ITSM and IT Asset Management solution designed for medium to large enterprises. It focuses on simplifying service delivery and enhancing user experiences with automation and AI-driven self-service options.

EasyVista features

• Codeless service creation and management.
• Mobile-first design with native applications.
• Visual workflow designer with automation.
• CMDB.

EasyVista pricing details

Pricing varies by deployment and features. Organizations need to request a quote.

EasyVista user ratings

• Gartner Peer Reviews score: 4.9
• G2 score: 3.8

"This is a good ITSM tool, a lot of improvements made. Workflow design is pretty intuitive, most of the ITIL process are taking in consideration properly. Reporting tools are very weak, and you should adapt to the out-of-the-box configurations to take out the best part of the tool. When you make customisations, it has to be redone all times."

User review from Gartner, Application Manager

16- TOPdesk

TOPdesk is a cloud-based and on-premise service desk designed for organizations looking for a straightforward and user-friendly approach to IT support. The platform has particular strengths in facilities and shared services management. While its interface is clean and logical, it can appear less contemporary than newer platforms.

TOPdesk features

• Shared Service Management across departments.
• Visual process designer for workflow creation.
• Self-service portal with knowledge base.
• Facilities management integration options.

TOPdesk pricing details

Pricing starts at $66 per user/month. Plans include Essential, Engaged, and Excellent tiers.

TOPdesk user ratings

Users like its ease of use and multi-department capabilities but mention customization limitations. 

• Gartner Peer Reviews score: 4.5
• G2 score: 4.2

17- Xurrent (formerly 4me)

Xurrent, previously known as 4me, is an Enterprise Service Management platform designed for IT Service Management (ITSM) and enterprise-wide collaboration. Its focus on multi-party Service Management distinguishes it from platforms designed primarily for internal support. Organizations with simple internal support needs may find its specialized capabilities unnecessary for their requirements.

Xurrent features

• Multi-tenant architecture.
• Integration with enterprise SSO and directory services.
• Service level agreement management.
• Trust relationship modeling between providers.

Xurrent pricing details

Pricing is customized based on the organization’s size and service requirements. Contact Xurrent for a quote.

Xurrent user ratings

Users appreciate its robust enterprise-level features but note a learning curve. 

• Gartner Peer Reviews score: 4.5
• G2 score: 4.6

18- Spiceworks

Spiceworks Help Desk is a free, ad-supported ITSM tool that provides basic ticketing and Asset Management functionality. It’s best suited for small organizations with limited budgets and basic ITSM needs, it provides core functionality without advanced features.

Spiceworks features

• Basic inventory management and network scanning.
• Community knowledge base access.
• Simple reporting and ticket metrics.

Spiceworks pricing details

Spiceworks is free, with optional paid features for advanced support and additional capabilities.

Spiceworks user ratings

Users like its cost-effectiveness and community support but note limitations in scalability.  

• Gartner Peer Reviews score: 4.0
• G2 score: 4.0

19- Front

Front is a customer communication and help desk platform that combines email, chat, and automation to streamline customer support workflows. It is best suited for teams handling high volumes of customer inquiries. Front enables collaborative email management across teams but offers limited process automation compared to dedicated Service Management platforms.

Front features

• Shared inbox with collaborative assignment
• Conversation threading across channels
• Team performance analytics
• Rules-based automation for message handling

Front pricing details

Plans start at approximately $19 per user per month, with advanced features in higher tiers.

Front user reviews and ratings

Users like its shared inbox functionality but note that it lacks deep ITSM capabilities. Its score in G2 is 4.7 and 4.6 in Capterra.

20- Gorgias

Gorgias focuses specifically on e-commerce support by integrating with online retail platforms. It connects customer support with order management systems, providing context that generic platforms lack. Its specialized nature makes it unsuitable for internal IT support or complex Service Management processes, but it is highly effective for its target market of online retailers.

Gorgias features

• E-commerce platform integration (Shopify, Magento).
• Order information is displayed alongside customer tickets.
• Macros for quick response templates.
• Customer history with purchase data.

Gorgias pricing details

Starts at around $50 per month for up to 300 tickets, with higher plans for larger businesses.

Gorgias user reviews and ratings

Users appreciate its automation and e-commerce focus but mention pricing concerns. Its score in G2 is 4.6.

Help desk software types

• SaaS (cloud-based) help desk: Hosted by a third-party provider and delivered as a subscription service. The vendor manages infrastructure, updates, and security. This option is scalable and requires minimal IT maintenance, making it ideal for organizations that want a hassle-free solution.
  
  
• Web-based help desk: A browser-accessible help desk that doesn’t require installation on local machines. While often a type of SaaS, some web-based solutions can also be deployed on private servers, offering more control. These are useful for remote teams needing access from any device.
  
  
• On-premises help desk: Installed on an organization's own servers and managed in-house. This option is best for businesses with strict security, compliance, or customization requirements and the resources to handle maintenance.
  
  
• Hybrid help desk: This type of help desk combines cloud and on-premises elements, allowing organizations to store sensitive data in-house while using cloud-based features for flexibility and remote access. This is useful for businesses that need both security and scalability.

How to choose IT service desk software

Let’s review some essential criteria to evaluate Service Desk options and ensure efficiency, scalability, and alignment with business needs.

• Core ITSM capabilities and flexibility: Ensure the tool supports Incident, Request, Problem, and Change Management while allowing customization of workflows, SLAs, and automation to fit your processes.
  
  
• User experience and self-service: An intuitive interface, easy ticket submission, and a robust self-service portal with a knowledge base can improve adoption and reduce ticket volume.
  
  
• Automation, AI, and integrations: Look for AI-driven suggestions, automated workflows, and seamless integration with IT Asset Management, monitoring tools, and communication platforms like Slack or Microsoft Teams.
  
  
• Scalability and performance tracking: The software should accommodate growth, whether through increased users, multiple departments, or global support. Strong reporting and analytics help track performance, identify trends, and ensure SLA compliance.
  
  
• Security, compliance, and deployment options: Verify data protection measures, compliance with standards like GDPR or ISO 27001, and whether a cloud-based or on-premises model aligns with your IT strategy.
  
  
• Cost-effectiveness and vendor reliability: Assess total costs, including licensing, training, and ongoing support. A vendor with strong customer service, a responsive community, and long-term reliability is crucial for sustained value.